IT Helpdesk Support Technician

Thales Defense & Security • Clarksburg, WV

2d • $60,000 - $75,000 • Hybrid

About The Position

Thales Defense & Security, Inc. is hiring an IT Helpdesk Support Technician for its Clarksburg, Maryland office. The position reports to the Associate Client Services Manager and provides full-time technical support to clients by phone and through a Help Desk Management application. The technician troubleshoots computer system problems, documents and tracks tickets, resolves issues or escalates them to the Level III Help Desk Technician Team, and works with senior engineers on more complex problems. The role also involves maintaining current knowledge of help desk procedures, applications, system configurations, and hardware through training and independent research, demonstrating urgency in resolving open issues, and providing training to team members as needed.

The position requires U.S. citizenship and the ability to obtain and maintain a U.S. Secret-level security clearance upon hire. The role includes travel to TDSI sites as needed (approximately 10%), lifting equipment weighing up to 50 pounds with or without assistance, and participation in a rotating on-call schedule that provides after-hours and weekend support for special projects and continuous operations. The annualized pay range is $60,000 to $75,000, with a target incentive compensation plan of 5%.

Requirements

• U.S. citizenship is required.
• Ability to obtain and maintain a U.S. Secret-level security clearance upon hire.
• Associate degree and 0–2 years of IT/helpdesk experience, or a combination of education and experience.
• Knowledge of Microsoft Windows 7/10 operating systems and Microsoft Office.
• Experience working with Help Desk ticket management software.
• Knowledge of PC software and hardware installation, troubleshooting, and repair.
• Ability to handle challenging situations with composure, professionalism, and clear communication.
• Ability to follow established guidelines and instructions.
• Ability to lift equipment weighing up to 50 pounds with or without assistance.
• Good problem-solving, time-management, and organizational skills.
• Excellent attendance and punctuality.
• Ability to multitask in a fast-paced environment.
• Excellent verbal and written communication skills; fluency in English.
• Ability to comply with company guidelines, policies, and procedures and embrace company core values.

Nice To Haves

• A+ Certification.
• LAN and WAN skills.
• Net+ certification.
• Printer troubleshooting and repair experience.
• Basic Active Directory administration.
• Basic SMS/SCCM experience.

Responsibilities

• Troubleshoot computer system problems and provide solutions by phone using product knowledge, system utilities, and available resources.
• Follow established policies, procedures, operating instructions, and processes when supporting clients by telephone or through the Help Desk Management application.
• Log and document issues, follow-up actions, and resolutions for assigned tickets.
• Identify customer concerns and resolve them or escalate them to the Level III Help Desk Technician Team as appropriate.
• Diagnose less common issues and collaborate with senior engineers on Level 3 problem resolution.
• Use FAQs, knowledge bases, white papers, websites, resolved ticket information, and help tools to find solutions.
• Maintain working knowledge of help desk policies and procedures, application installation guidelines, system configurations, and current hardware through ongoing training and self-directed research.
• Demonstrate urgency in addressing open issues to support timely resolution.
• Provide training to other team members as needed.
• Travel to TDSI site locations as needed, approximately 10%.
• Participate in a rotating on-call schedule, providing after-hours and weekend support for special projects and continuous operations.

Benefits

• Competitive salary.
• Yearly incentive compensation plan; the target incentive compensation plan for this role is 5%.
• Medical insurance for the employee and eligible family members.
• 401(k) program with up to 7% company contribution and 100% immediate vesting.
• Tuition reimbursement.
• Paid wellness, vacation, and holiday leave.
• Paid maternity, paternity, and parental leave.
• 9/80 work schedule, with every other Friday off.
• Hybrid working environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree